Customer Success Manager

Spotware Systems is looking for a Customer Success Manager to retain and grow corporate clients using the Spotware products by acting as their trusted advisor. The Customer Success Manager owns the client relationship end to end: onboarding and configuration guidance and follow ups, proactive account management, adoption and utilisation growth, and the translation of client business needs into clear, testable requirements for Product, Engineering and Support. The role strengthens satisfaction and loyalty, identifies and mitigates churn and relationship risks, and feeds structured insight back into product, service and commercial decisions.

Requirements

• 3+ years in a client-facing role (Customer Success, Account Management, Business Analysis or Onboarding) in fintech or trading software, with a track record of retaining and growing corporate accounts.
• Good working knowledge of FX/CFD trading - how prices are formed, how orders are placed and filled, how leverage and margin work, and a general sense of how brokers manage risk - plus an interest in understanding execution quality (fair fills, slippage, unusual trading patterns).
• Ability to analyse usage, execution data and client feedback to identify risks, needs and improvement opportunities, and to turn them into structured recommendations.
• Experience organising and delivering client training, onboarding sessions, webinars or other enablement activities.
• Good MS Excel skills and comfort working with large trading datasets.
• Practical daily use of AI tools to accelerate analysis, documentation, client communication, reporting and enablement, with the judgement to validate outputs before use.
• Excellent verbal and written communication skills in English; clear, structured communicator.

Nice to have:

• Experience with liquidity bridges and aggregators

Responsibilities

Client success and consultative support:

• provide consultative support to corporate clients on company products and services;
• resolve client questions, issues, and requests promptly and professionally;
• help clients understand product functionality and use the platform more effectively;
• maintain regular communication with clients to strengthen satisfaction, loyalty, and long-term cooperation.

Platform usage and client value:

• analyze how clients use the products and identify opportunities to increase product value for them;
• guide clients toward more effective, beneficial, and informed use of company products;
• identify usage gaps, adoption barriers, recurring questions, and improvement opportunities;
• support client success goals through structured recommendations and follow-ups.

Training and enablement:

• organize and conduct client training programs, seminars, and webinars;
• prepare materials and guidance that help clients improve their proficiency in using company products;
• adapt training and enablement activities to client needs, product updates, and common usage challenges.

Feedback, data, and improvement initiatives:

• collect and analyze client feedback to identify product, service, and process improvement opportunities;
• collect and analyze client data to support strategic initiatives for service and product improvement;
• manage client-related changes and communicate relevant needs or risks to internal teams;
• respond quickly to situations that may negatively affect client relationships.

Cross-functional collaboration:

• coordinate with Sales, Marketing, Product, Support, Billing, Technical, and Development teams to achieve client success goals;
• communicate client needs, feedback, risks, and opportunities to relevant stakeholders;
• support alignment between commercial, product, and technical teams around client priorities.

AI-assisted work:

• use AI tools to improve client analysis, communication drafting, meeting preparation, feedback analysis, training materials, reporting, and process efficiency;
• validate AI-generated outputs before using them in client communication, reporting, or internal documentation.

Conditions

• Private medical insurance.
• Relocation support (if applicable), including an entry permit, relocation bonus, flight tickets, and airport pickup.
• Support with settling into life in Cyprus, including basic guidance on everyday matters, accommodation, banking, and healthcare.
• A comfortable office environment with fresh fruits every day, treats or pizza on Wednesdays, and snack day on Fridays.
• Fair remuneration based on your experience, skills, and level of responsibility.
• Welcome Baby Bonus and Baby Box to celebrate the arrival of a child.
• Birthday voucher.
• Partial compensation for sports activities and wellness initiatives.
• Greek language classes.